The Telecommunications Regulatory Authority (TRA) has won the ‘Best government entity using latest technologies' at the Genesys G-Summit Middle East awards.
The achievement reflects its success in implementing Interactive Voice Response (IVR), which has been used in developing and launching its new contact centre, which aims to provide efficiency and functionality.
The aim is to include a demand and capacity, provision of equal service that is equipped to respond to queries and customers over the phone, the adoption of organised and approved reports which can be used to study and analyse several issues, a technical yet smooth system that can convey audio messages to customers and record calls to ensure quality of the service provided.
H.E Hamad Obaid Al Mansoori, director general of TRA, said: "This prestigious award is a recognition of our efforts and continuous hard work and as a documentation for our outstanding performance in providing services that match the highest quality standards based on the latest technical innovations. This recognition puts us in front of more responsibilities to continue our efforts in increasing the UAE's presence on the global technology map."
He added: "TRA is making efforts to raise the efficiency of the services provided by the ICT sector. We always keep in mind the upgrading of quality of the services provided to the public, to make the life of our customers easier in order to make them happy. We devote our efforts to ensure the highest levels of excellence in all that we do and achieve-as true leadership comes through determination, persistence, planning and organisation.
"Today, we are going forward to the future with well-planned steps that are based on systematic strategies and clear scientific processes, especially since we have the high skills and qualifications. We believe that we are on the right path and we always strive to provide innovative solutions as they are keys to our success. TRA looks forward to implement its strategic objective of regulating the telecommunications sector in the UAE and enforce a regulatory framework that stimulates competition and elevates the level of services provided."
The TRA is currently in the process of creating an intelligent system designed to manage customers waiting process in the service centres.
The system is to be linked with the Emirates Identity Authority (EIDA) and Customer Relations Department system, as well as staff from the service centres management system to benefit from an integrated database of customers.When linking the UAE National Identity with the systems used in the TRA, ensures that the establishment of an integrated file for customers is linked with all the regulations related to the services provided in TRA, in addition to automating the visitors management process. The smart guidance system will also be applied across incoming e-mails to increase efficiency and ensure quick response and reply to incoming messages.